Jeff Nicholson

Revamping Your CX in the Pandemic: 4 Key Service Strategies

In the face of the COVID-19 pandemic, most businesses have had to pivot to a distributed customer service model practically overnight. While customer service teams are doing their best to work remotely, most do not have access to the same technology and resources they’re...

First Take: Amazon Dash Buttons – The Internet of Things (IoT) Takes a Big...

Have you ever realized you’re running low on laundry detergent or paper towels - only to quickly forget to buy or order? Amazon is looking to change that by monetizing these marketable moments and making them immediately actionable. How? Amazon has just announced...

Consumers Advice for 2015: Your Brand’s Loyalty Program is the Wrong Way Round

One of the most startling findings in “State of the Customer Journey 2014,” was the dramatic gap that is emerging between marketers and the ever-changing connected consumer. It seems brands and consumers are at complete odds when it comes to what these loyalty programs should...

Seizing Cyber Monday: The Real, Real-time Opportunity

Cyber Monday 2014 is projected to cap the highest five-day online sales period on record, when on-the-go, ever-connected consumers will be spending more than $2.6 billion, up 15 percent from last year, making Cyber Monday the largest online sales day of the year (Adobe...

“Everything we Need to Know about Marketing, we could have Learned from… Caddyshack?”

Upon further examination, it would appear that Caddyshack is a movie that was perhaps wise beyond its years. It seems that when viewed through a new “marketing” lens, many of the most referenced quotes from the film, can actually serve as valuable lessons...

The Digital Marketing Makeover

CMO Council recently released its annual study, dubbed “The State of Marketing.” Always an interesting read, this year’s report is drawn from the insights of 500+ chief marketers from around the globe. The study points to a robust marketing economy that’s picking up pace,...

“One-to-One” Marketing is Dead! A Mutually-Managed Experience Trumps One-Way Personalization

The concept of one-to-one marketing revolutionized how companies communicated to customers, shifting the focus from mass marketing to personalized communications. Today, however, even companies who have mastered "one-to-one" personalization are often falling short in the eye of customers—many of whom are opting out because...

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